Insurance Companies
Matrix Absence ManagementThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 103 total complaints in the last 3 years.
- 30 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/18/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ive been on leave since 9/12/22. I filed a claim with Matrix for FMLA and ***. My doctor sent in paperwork and medical records as requested. As of 10/10/22 I was informed by my case examiner that my FMLA was approved but not my *** due to needing additional information. My doctor sent over all medical records supporting that I have severe depression, anxiety, and have panic attacks. A psych form was sent to my doctors office and my doctor advised that I needed to have my therapist complete the form because of certain information that was being asked. I spoke with my therapist and was advised that the psych form was old and outdated and no therapist use those forms anymore. Well I had a follow-up appt with my doctor on 10/14 and they also sent updated medical records that day. I was also notified on 10/14 that I have a new claims examiner. Well i have been trying to contact him for almost a week and no response, so i decided to reach out to my employer who then ccd the case examiner on the email. The case examiner responded immediately and informed me the *** was denied but i cant understand how Im approved for fmla but not std. Also, the additional info my doctor sent was never reviewed. I have been requesting calls and sending multiple emails and have yet to receive one, its almost 2 months since filing the claim. This is ridiculous. Ive never had a hard time filing a *** claim with other companies in the past. I am very unsatisfied with the lack of communication and denying my *** claim when I have a valid medical condition that should be covered.Business Response
Date: 10/21/2022
This message is a response on behalf of Matrix Absence Management,Inc. (Matrix) to the above-referenced complaint filed by *********************. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential. This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage **************** to reach out to us directly to share any concerns that she *** have regarding any claim we *** have processed.Initial Complaint
Date:10/17/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My complaint is for matrix absence management.I have a claim through them for PFl. I had my daughter August 9, 2022. It is now October 16, 2022 and I still havnt recieved my first check!!! I sent my insurance claim representative several emails and voicemails and still never heard from her!! After calling her multiple times a day for two months, she finally answered a couple weeks ago. I told her I had been trying to get ahold of her for months,never once recieved anything from her, and need to know what is going on with my claim and my money??!!" She told me I was approved and my check was already sent out last week and it will take **** business days. I asked how much each check was for and she said $56. .$56???!! How??!! I worked there 5 days a week and made way more income then that!! While talking with her I realized she didn't even factor in my tips!!! I'm a server, I live off of tips, that's mostly all my pay is!! She said she was going to get ahold of her supervisor and would get back to me that day.... that turned into 6 days, after sending several emails and voicemails yet again, she finally got back to me. She told me I was approved for more and that the first check with the wrong amount should be showing up tomorrow. Never told me the new amount I would recieve or anything, no matter how many questions I ask her, they all go unanswered. ... whelp, here we are a week later now. Still never got that first check, and I just logged into their site for the first time and it shows a check on there dated October 12. So she lied! She never sent the check out when she told me she did. Based on the check date, she didn't send it out til days after she lied and said she did. She told me i should have recieved it "tomorrow because that was the 10th buisnessday", knowing she never even sent it!!!!! I don't see the updated check, including my tips on the site at all under released checks. So I still don't have first check that she lied about sending,or that!!Business Response
Date: 10/21/2022
This message shall serve as a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by *******************************. Matrix is unable to provide detailed information in a public forum like the BBB; however, Matrix is the third-party administrator of short-term disability and paid family leave benefits offered by Ms. ******** employer. There was an initial delay setting up ********************** claim. Additionally, there was information missing from ********************** claim to provide her with the correct benefit. The claim has since been corrected. We trust that this resolves the complaint as to Matrix.Initial Complaint
Date:10/04/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 2 I applied for short term disability, and FMLA. I seen my therapist that day, and was diagnosed with severe depression, and was put on medication. I then received a letter stating from matrix absence that they needed my medical records, and that my claim would be resolved by September 27th. My claim was not completed till October 4 of ********************************************************************************************* know that by October 1. Everything would be done on October 4. My examiner, let me know that my doctors notes were not sufficient enough to their doctors and that my depression was not worth pay I then asked for my denial letter. She said she had to wait till it was signed off and that she would mail it out to me. I have no access to it what I failed to understand, is how another doctor in their organization who has never seen me determined this, also Ive been out of pay for two months. Its so hard to get in contact with matrix absence. Your examiner does not call you or email you Ive called several times to speak to supervisors. They also never got a hold of my medical records I had to go and request them for them, because they never pursued to obtain them. I just dont understand how it took two months or a little over two months to make this determination and my stuff was not completed on or before its due date, like the letter matrix absence sent me Ive been with my company for six years and have been on short-term disability for other reasons, and Ive never had this issue when we had a different provider.Business Response
Date: 10/07/2022
This message is a response on behalf of Matrix Absence Management,Inc. (Matrix) to the above-referenced complaint filed by ***********************************. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential. This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage ******************** to reach out to us directly to share any concerns that she *** have regarding any claim we *** have processed.Customer Answer
Date: 10/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************************
Initial Complaint
Date:10/01/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Matrix Absence Management is your worst nightmare if you are sick injured or needing help getting through STD. My claim manager told me on the phone the he and his company work for my employeer. That tells me ********************** cares nothing about my health and my needs. They lie to your face and then once in a while at a rare time they will tell you the truth. They lie and tell you they know nothing about how or when your employer gets payment to you. You think you are getting help but then the person working on your claim goes on a holiday for 5 to 6 days leaving you hanging. You cant call the phone number and ask for the supervisor either because he will not return you calls. No one but your claim manager is able to give you any information which even worse when your claim manager goes on a holiday. You must remember this is an insurance company that your employer pays. Good luck getting the best care and help from Matrix Absence management for your health needs. This company only makes your health worse by stalling your claim. If you work for a job with the same company for over 38 years like I have and help them become a million dollar making company. It is just sad that I have to be treated this way. I have contributed to my employers wealth and they offer STD so why would the company you work for let me be treated like this? I will be working with my HR service team where I work to try to help some people who are frustrated like me. If they denie me I will appeal and sue *********************** I am with all of you when it comes time to sue ********************** for non payment. Go talk to your HR rep at work if you are unhappy with *********************** The company you work for employs *********************** HR should know how you feel and then maybe then can change companies. Too many bad vibes with this ********************** company for me.Business Response
Date: 10/06/2022
This message is a response on behalf of Matrix Absence Management,Inc. (Matrix) to the above-referenced complaint filed by ***********************. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential. This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage Ms. ***** to reach out to us directly to share any concerns that she *** have regarding any claim we *** have processed.Customer Answer
Date: 10/06/2022
Sounds like a lot of worthless words. I haqve reached out to ********** on the situation. Your company works for Pella. They are in charge. I think everyone who has a bad experence should talk it through thier HR ***** Your facuilty are never there to talk to anyway.Business Response
Date: 10/07/2022
This message is a response on behalf of Matrix Absence Management, **** (Matrix)to the above-referenced complaint filed by ***********************. As stated previously, We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage Ms. ***** to reach out to us directly to share any concerns that she *** have regarding any claim we *** have processed.Initial Complaint
Date:09/28/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of filing: 08/08/2022 This is regarding FMLA leave that I applied for FMLA through a third-party company my employer works with. I started my leave from 8/8/22 due to diabetes during pregnancy and stress at work that resulted in high sugar levels ranging between *******. Initially, I wanted to take leave for few days to take rest and maintain my sugar levels since high sugar levels can affect the fetal development, as advised by my gynecologist. Later on, 8/15/2022 ultrasound scan, the specialist doctor for Diabetes and Fetal Medicine found that there was an unbalanced AV canal defect and aortic atresia (Heart defect). *****, my Gynecologist wrote a doctor's note stating that I should be out of work until delivery. This is because, there will be a planned delivery and also this fetus will be closely monitored. All of the reports and doctor's notes were faxed to the insurance for short term disability approval and I that was approved for short-term disability initially on 8/29/2022, and then on 9/8/2022 the claims adjuster denied my short-term disability stating this was approved in error.Business Response
Date: 10/04/2022
This message shall serve as a response on behalf of Matrix Absence Management, Inc.(Matrix) to the above-referenced complaint filed by , *************************************. Matrix is unable to provide detailed information in a public forum like the BBB; however, Matrix is the third-party administrator of short-term disability and leave benefits offered by Ms. ********** employer. Initial information provided by Ms. ********** healthcare provider was insufficient top support a claim. Ms. ********** claim will remain in pending status until additional information is received. We trust that this resolves the complaint as to Matrix.Initial Complaint
Date:09/23/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The company I work for is using this 3rd party for extended time away from work. When I filed my claim I was assigned an examiner. All I need to provide were 2 forms which have been provided a week ago. In the meantime *** reached out to this examiner through email and by phone numerous times. I never once have received a call or response back from this individual. If they are bothered by my persistence I would think a simple call or response to email would solve the issue. I finally got a hold of someone else who informed me they had received all they needed from me and it was on the examiner to review and approvethats been over a week and now looks like it will interrupt my pay period. Im the meantime my claim has moved from pending to incomplete documentation with Zero response from my examiner as to why its now incomplete. The worrisome thing is according to the 1 Initial email I received from this person they are titled as a supervisor, makes me think this is how the whole company works on a whole and Ill be sure to make sure my employer knows this.Business Response
Date: 10/06/2022
This message shall serve as a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by *****************************. Matrix is unable to provide detailed information in a public forum like the BBB; however,Matrix is the third-party administrator of short-term disability and paid family leave benefits offered by ************************ employer. Although there was a delay in processing, ************************ claim has since been corrected and hes been contacted. We trust that this resolves the complaint as to Matrix.Customer Answer
Date: 10/06/2022
The business did finally resolve and approve the claim but they put it through a day after my pay cutoff. This I was not paid for the 2 weeks on time. I was told by an associate of Matrix, they know each business they are providing service for their cutoff so the individuals get paid. They sat on my paperwork which they had for 2 weeks and explained I provided all that was need yet they didnt process and processed a day late. Hopefully my business finds another 3rd party to work with in the future. Sad part is my assigned examiner is a supervisor so Id hate to see how the people she supervises works, as supervisors should lead by example. Also this supervisor never reached out to say why my calls and emails were never returned.Business Response
Date: 10/07/2022
This message shall serve as a response on behalf of Matrix Absence Management, Inc.(Matrix) to the above-referenced complaint filed by *****************************. As stated previously, there was a delay in processing which has since been addressed. This was discussed with Mr. ********* when he was contacted. We trust that this resolves this complaint as to Matrix.Initial Complaint
Date:09/16/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My last day working was 7/20/22. Matrix continuously denies my claim for idiotic reasons. B/c I am not on medication for my severe depression, anxiety, paranoia, PTSD, etc. My initial therapist was not licensed to prescribe me medication, so how would that be possible. But these are healthcare providers looking over paperwork. A joke. I was referred to a outpatient program, which I attend several times during the week. And now have been prescribed medication.I really believe Matrix purposely loses paperwork, denies claims, and never contacts claimants because they are striving to not pay people. I have been on my job for 7 years paying this benefit an the first time I need to take care of my mental health, Matrix tells me its not enough.2 months and counting no pay and I'm currently going through eviction proceedings and repossession. I have kids...I have bills. And I have mental illnesses. I can't even pay my providers.MATRIX IS BY FAR THE WORSE COMPANY!! They are rude and not sensitive to your situation.Business Response
Date: 09/22/2022
This message is a response on behalf of Matrix Absence Management,Inc. (Matrix) to the above-referenced complaint filed by ***************************. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential. This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage ****************** to reach out to us directly to share any concerns that she *** have regarding any claim we *** have processed.Initial Complaint
Date:09/02/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've been trying to get access for my login Since August 22.However upon calling I was informed to send a request via online and someone will reach out to you regarding this.However there has been one individual whom refuses to call or respond to several emails. I don't have access to my online information as a claimant. *****************************, sent an email to me on August 26. and i sent additional emails, 2022, August 28, 29th and 31st. to ****************************** informing that i needed a phone call and or an email. But after over a week , i am being totally ignored.on stating Good Morning, I received your request for creating your accounts. I have reset your password for you, please see below. Here are your credentials User ID: ********************** Password: Welcome1 Note: When you try to reset your password, please place the temporary password ( which is shared in this mail) in 'Old Password' field. In the 'New Password' field, give your own password you wish to have. Regards, ***** This reset has not worked, the representative has totally ignored several emails, it doesn't appear to be an auto reply such as out of office,,vacation, or even a number or an extensions. The professionalism and responding back to claimants is not here. I am unable to get a call back or even a response to an email, so that I can access my login.This is unacceptable.Business Response
Date: 09/08/2022
This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by **********************************. We are unable to respond to your inquiry as all information that *** be related to our processing of any benefits claim is confidential. This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage Ms. **** to reach out to us directly at ************** to share any concerns that she *** have regarding any claim we *** have processed.Customer Answer
Date: 09/12/2022
Hello
I am not requesting for my information to be released, I am merely asking for a manager to get involved. I have been unable to reset my password due to the lack of communication from the Technical Dept
Business Response
Date: 09/14/2022
This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by Leixy ***********. Matrix is unable to provide detailed information in a public forum like the BBB; however, Ms. ****** concerns have been addressed. We trust that this resolves the complaint as to Matrix.
Initial Complaint
Date:08/31/2022
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was out on short term disability for 12 weeks and needed an additional 2 weeks due to a health condition of long term disability. I submitted my claim on July 5th and as of August 30th have not received at received an answer concerning my long term disability. I am currently back to work as of August 1st with no restrictions .Business Response
Date: 09/06/2022
This message is a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by ***************. We are unable to respond to this inquiry as all information that *** be related to our processing of any benefits claim is confidential. This includes confirmation that a claim *** or *** not exist. We take all claim processing related complaints seriously and attempt to resolve each one in good faith. We encourage Ms. **** to reach out to us directly to share any concerns that she *** have regarding any claim we *** have processed.Initial Complaint
Date:08/19/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have provided several documents from my health care providers over the course of a month and a half for a disability claim that is repeatedly being denied. Matrix's "board of healthcare providers" are repeatedly denying my claim due to lack of proof that I have a medical condition. I have provided proof that I suffer from seizures, anxiety, depression, BPD, and Anorexia. There's no reason to deny my claim as these are all very real medical conditions that threaten my life. I feel as though I'm being discriminated against because they don't consider my disorders to be "real" health concerns that are in reality a disability I deal with almost every day.Business Response
Date: 08/23/2022
This message shall serve as a response on behalf of Matrix Absence Management, **** (Matrix) to the above-referenced complaint filed by *************************. Matrix is unable to provide detailed information in a public forum like the BBB; however, Matrix is the third-party administrator of short-term disability and leave benefits offered by ***************** employer. Documentation received from ****************** provider was insufficient to support disability. **************** has appealed that determination and her appeal is currently under review. We trust that this resolves the complaint as to Matrix.
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